Technical Support Specialist (Remote - Europe)

A remote role supporting customers of a documentation platform used by technical teams to write, publish and maintain public and internal documentation. The company is profitable, has a distributed team across several continents, and treats customer support as central to building trust and informing product direction. The role suits a technically minded support professional who enjoys solving detailed problems, explaining them clearly, and working asynchronously. Candidates should be able to work within about three hours of European time zones.

What you'll do

• Triage, troubleshoot and debug customer issues involving custom domains, integrations, APIs, SSO/SAML and product bugs
• Answer customer questions via helpdesk, chat and shared channels, asking follow-up questions to understand their goals
• Document complex issues with reproduction steps and logs, and work with engineering to resolve them
• Spot recurring bugs and friction points, and present evidence-based recommendations to product and engineering
• Help track response and resolution times and customer satisfaction, and improve how support work is prioritised and automated

What you need

• Solid understanding of Git, GitHub or GitLab, SAML SSO, DNS and web fundamentals such as caching and redirects
• Comfortable reviewing code, testing APIs and reading OpenAPI specifications
• Strong written and verbal English, able to explain complex technical issues simply
• Experience prioritising a busy queue while investigating deeper problems
• Able to work remotely and collaborate asynchronously, with ownership and a willingness to learn
• Familiarity with AI and LLM tools is a plus

How to apply

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